Customer Service Representative / Admin (Hybrid role)

Position Summary:

This person's primary responsibilities will be to handle the administrative duties of the customer service department from answering calls for parts / service to documenting the details of customer service requests, which would include but not limited to, repair service, PMs, installs, upgrades, and modifications. This person will also be responsible for part shipments from customer order requests to physical part shipment and follow up as needed. This person will also be responsible for warranty and RMA claims from start to finish.

Essential Job Function:

Answer and direct incoming telephone calls and emails Prepare, process, and file documentation in both electronic and paper formats Maintain and organize company file systems, ensuring documents are accurate, up to date, and easily accessible Support customer order intake, quoting, and order processing activities Ability and desire to learn and to troubleshoot common issues over the phone Provide administrative support for field service activities, spare parts, and shipping Load and unload trucks and trailers and run errands as needed Handle Warranty / RMA issues and claims Create and maintain basic documentation, reports, and process flow materials Interpret repairs, service, machine installs, upgrades, and modifications Receives and processes spare parts orders from part entry to part shipments Responsible for the spare parts inventory and re-ordering as needed. Works with field service, project owners and customers, as the customer service liaison to get all work handled in the appropriate manner Works with accounting team to follow up on any customer discrepancies and concerns over payments or billing problems Follows up and tracks customer service issues and ensures that customers get the answers they need. Acts in a sales role during customer interactions and works to define projects for any needs the customer may have All other duties as assigned Other Responsibilities Provide general administrative support to all company departments Assist with project setup, tracking, and coordination, in company systems Assist with basic accounting, timesheet, and expense report collection Maintain office organization, supplies, and shared resources Plan company events and internal initiatives Maintain accountability for office housekeeping, including cleanliness, organization, and coordination of necessary upkeep General Requirements Highly Computer literate Excellent oral and written communication skills Exceptional attention to detail and accuracy Present a cheerful, professional, and knowledgeable attitude to customers. Perform all work in accordance with AIT standards and procedures. Present regular and predictable on-time attendance. Assist in daily housekeeping and organization of the employee's work area. Maintain a safe and efficient work area. Perform other duties as required by management Forklift certification (or ability to be certified) Skills Ability to manage multiple tasks across different departments simultaneously Strong prioritization skills in a fast-paced, project-driven environment Consistent follow-through on tasks, requests, and deadlines Ability to maintain order in shared systems, files, and processes Excellent phone skills, including clear and professional phone etiquette. Ability to represent the company professionally through clear and effective phone communication Clear, professional verbal and written communication Ability to relay information accurately between departments Ability to assist with operational workflows Comfort working within established processes while identifying gaps or issues Proficiency with Microsoft Office, including Outlook, Excel, Word, and PowerPoint High level of accuracy and attention to detail Willingness to assist where needed to keep operations moving Strong internal customer service mindset Comfortable asking clarifying questions Ability to handle changing priorities and unexpected requests Reliable, punctual, and accountable Ability to read and write technical documents, including schematics and machine drawings Interpret repairs, service, machine installs, upgrades, and modifications

ABOUT US

For over 28 years Automated Industrial Technologies, AIT, has been designing and developing specialized manufacturing tools, industrial control systems, and automated production equipment for customers all over the world. AIT's goal is to provide high-quality automation, solving our customer's challenges using simple and unique mechanical and control system approaches. AIT offers major medical insurance, 2 weeks vacation, 8 paid holidays, a 401K plan and more. Compensation is commensurate with experience.' '

Pay Frequency:

Bi weekly or Twice monthly

Job Type:

Full-time Pay:

$16.00 - $22.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Experience:

Customer service: 1 year (Preferred)

Work Location:

In person